FOOGL301- GUEST LUGGAGE

FOOGL301 Handle guest luggage

REQF Level: 3 Learning hours

Credits: 5 50

Sector: Hospitality and tourism

Sub-sector: Hospitality

Issue date: November, 2014

Purpose statement

This module describes the skills, knowledge and attitudes required to handle guest luggage.

Specifically, it enables the trainee to handle guest luggage in a professional way by considering

the delicacy and carefulness required, accuracy while tagging them for proper identification,

storage and transportation. Furthermore, it provides the technical skills in transportation of

guest luggage to the desired destination by using the appropriate equipment and effectively

reporting to the concerned.

Learning assumed to be in place

Communication in the workplace

Customer care

Elements of competence and performance criteria

Learning units describe the essential outcomes of a competence.

Performance criteria describe the required performance needed to demonstrate achievement

of the learning unit.

By the end of the module, the trainee will be able to:

Elements of competence Performance criteria

1. Prepare tools, equipment and work

place

1.1. Regular checking of daily contingency report

1.2. Appropriate identification and preparation of tools

and equipment

1.3. Proper arrangement of Lobby and guest luggage

store room

2. Perform guest luggage handling

activities

2.1. Careful identification of amount and delicacy of

the luggage to be carried

2.2. Correct tagging of the guest luggage as per

standards

2.3. Careful transportation of the guest luggage to

the desired destination

2.4. Proper rearrangement of tools, equipment and

luggage store room

3. Perform reporting and handover 3.1 Proper identification of reporting tools

3.2 Systematic reporting day activities

3.3 Proper handover to the next colleague on duty

LU 1:Prepare tools, equipment and workplace

1

Learning Outcomes:

1. Check daily contingency report 2. Identifyand prepare tools and equipment 3. Arrange lobby and guest luggage store room

10 Hours

Learning Outcome1.1: Check daily contingency report

Contingency reports:

Definition

Functions

components of contingency

report:

Expected arrivals report

Expected departures report

In-house / stay over/ occupancy

report

o Brainstorming on Contingency

reports

o Oral Presentation on

contingency report

o Role play oninterpreting daily

contingency report information

o

- Reference books

- Flip chart

- Internet

- Sample contingency

report

- scenario

Formative Assessment 1.1

Assessor may collectamong the following evidences and make judgements on whether the

performance criterion has been achieved.

Performance criterion

Regular checking of daily contingency report

Resources Learning activities Content

Types of evidence Portfolio assessment tools

Written evidence

oralevidence

Matching

Sentence completion

Presentation

Checklist Score

Yes No

Observation

Learning Outcome 1.2: Identify tools and equipment

Tools and Equipment:

Definition

Functions

Types

o Brainstorming on tools and equipment

o Group discussion on tools and equipment

o Observation on tools and equipment

o Demonstration on tools

and equipment

- Reference books - Internet - trolley - pictures -

Formative Assessment 1.2

Assessor may collectamong the following evidences and make judgements on whether the

performance criterion has been achieved.

Performance criterion

Appropriate identification and preparation of tools and equipment

Resources Learning activities Content

Types of evidence Portfolio assessment tools

Written evidence

oralevidence

Matching

Ticking

Presentation

Checklist Score

Yes No

Observation

Learning Outcome 1.3:Prepare tools and equipment

Tools and equipment used in handling guest luggage

Usage of tools and equipment

Basic cleaning of tools and equipment

o Brainstorming on Basics of

computer networking

o Group discussion onBasics

of computer networking

o Further research on internet

- Internet

- Books

- Paper

- Pen

- Computer

- Hand out notes

Formative Assessment 1.3

Assessor may collectamong the following evidences and make judgements on whether the

performance criterion has been achieved.

Types of evidence Portfolio assessment tools

Written Multiple choice

Performance criterion

Proper Preparation of tools and equipment

Resources Learning activities Content

Oral

True or false questions

Matching

Sentence completion

Ticking

Presentation

Checklist Score

Yes No

Observation

Learning Outcome 1.4: Arrange lobby and guest luggage store room

Lobby:

Definition

Function

Layout

Setup techniques

Store room:

Definition

Function

Tools and equipment :

Types

Functions

o Brainstorming on lobby

and store room

o Group discussion on lobby

and store room

o Visit at nearest hotel

o Practical exercises on lobby

and store room

arrangement

- Reference books - Internet - Pictures - - Video aids -

Formative Assessment 1.4

Assessor may collectamong the following evidences and make judgements on whether the

performance criterion has been achieved.

Performance criterion

Proper arrangement of lobby and guest luggage store room

Resources Learning activities Content

Types of evidence Portfolio assessment tools

Written

Oral

Product

Multiple choice

True or false questions

Checklist Score

Yes No

Observation

LU 2:Perform guest luggage handling activities

2

Learning Outcomes:

1. Identify amount and delicacy of the luggage to be carried 2. Tag guest luggage as per standards 3. Transport the guest luggage to the desired destination 4. Rearrange tools, equipment and luggage store room

30 Hours

Learning Outcome 2.1:Identify guest luggage

Introduction to Guest luggage

handling activities

Classification of guest luggage

according to:

Amount

Weight

Delicacy

Packaging

Size

Priority(value, emergency,

owner status)

o Group discussion on Identification guest luggage

o Presentation on guest luggage o Observation of guest luggage o

- Reference books - Internet - Pictures - Video aids - Luggage -

Formative Assessment 2.1

Assessor may collectamong the following evidences and make judgements on whether the

performance criterion has been achieved.

Performance criterion

Careful identification of amount and delicacy of the luggage to be carried

Resources Learning activities Content

Types of evidence Portfolio assessment tools

Written evidence

Oral evidence

True or false questions

Matching

Sentence completion

Ticking

Presentation

Checklist Score

Yes No

Observation

Learning Outcome 2.2:Tag the guest luggage

Introduction to guest luggage

tagging:

Taggingcard design

Information

Importance of tagging

Taggingtips

o Brainstorming on tagging card design

o Demonstration on tagging the guest luggage

o Group discussion on importance of tagging

o Practical exercises on tagging tips

o Field visit

- Reference books - Internet - Pictures - Video aids - Tagging cards - Stapling machine - Pen - Luggage

Formative Assessment 2.2

Assessor may collectamong the following evidences and make judgements on whether the

performance criterion has been achieved.

Performance criterion

Correct tagging of the guest luggage as per standards

Resources Learning activities Content

Types of evidence Portfolio assessment tools

Written evidence

Performance evidence

True or false questions

Observation checklist

Matching

Sentence completion

Ticking

Presentation

Checklist Score

Yes No

Observation

Learning Outcome 2.3:Transport guest luggage

Guest luggage destinations:

parking

reception

rooms

store

Guest luggage

transportation

Techniques and

Procedures :

Check ,Count and tag

guest luggage

Loading

Transport

Unload the guest luggage

Record of the luggage

to/from the store room

o Brainstorming on guest luggage

transportation

o Group discussion on

guest luggage destinations o Individual practices on guest

luggage transportation

o Documentary research

- Reference books

- Internet

- Video aids

- Tagging cards

- Stapling machine

- Trolley

- Luggage

-

Formative Assessment 2.3

Resources Learning activities Content

Assessor may collectamong the following evidences and make judgements on whether the

performance criterion has been achieved.

Types of evidence Portfolio assessment tools

Written evidence

Performance evidence

Multiple choice

True or false questions

Matching

Sentence completion

Ticking

Presentation

Checklist Score

Yes No

Observation

Learning Outcome 2.4:Rearrange tools, equipment and luggage store room

Resources Learning activities Content

Performance criterion

Careful transportation of the guest luggage to the desired destination

Resetting of tools, equipment and

luggage store room:

Procedures

Importance

o Brainstorming on

interpretation of Building

blueprint

o Group discussion on

schematic diagram

o Exercises or Labs

o Documentary research

- Reference books

- Internet

- Pictures

- Video aids

- Tagging cards

- Stapling machine

- Trolley

Formative Assessment 2.4

Assessor may collectamong the following evidences and make judgements on whether the

performance criterion has been achieved.

Types of evidence Portfolio assessment tools

Written evidence

Oral evidence

Matching

Sentence completion

Presentation

Checklist Score

Yes No

Observation

Performance criterion

Proper rearrangement of tools, equipment and luggage store room

LU 3:Perform reporting and handover

3

Learning Outcomes:

1. Identify reporting tools 2. Report day activities 3. Perform handover to the next colleague on duty

10 Hours

Learning Outcome 3.1: Identify reporting system

Introduction to reportingsystems

Types of reporting systems:

Manual

Electronics

Importance of reporting

Types of report according to:

Content

Recipient

Periodicity

Characteristics of a good report

o Brainstorming on reporting

systems

o Group discussion on

importance of reporting

o Presentation of a good

report

o Composition of a report

based on case

studies/scenario/situation

o Documentaryresearch

- Reference books

- Internet

- picture

- case study

- computer

- Pen

- Flipchart

Formative Assessment 3.1

Assessor may collectamong the following evidences and make judgements on whether the

performance criterion has been achieved.

Performance criterion

Proper identification of reporting tools

Resources Learning activities Content

Types of evidence Portfolio assessment tools

Written evidence

Oral evidence

Multiple choice

True or false questions

Matching

Sentence completion

Ticking

Presentation

Matching

Checklist Score

Yes No

Observation

Learning Outcome 3.2:Perform reporting

Introduction to reportingsystems

Types of reporting systems:

Manual

Electronics

Importance of reporting

Types of report according to:

Content

Recipient

Periodicity

Characteristics of a good report

o Brainstorming on reporting

systems

o Group discussion on

importance of reporting

o Presentation of a good

report

o Composition of a report

based on case

studies/scenario/situation

o Documentaryresearch

- Reference books

- Internet

- picture

- case study

- computer

- Pen

- Flipchart

Formative Assessment 3.2

Resources Learning activities Content

Assessor may collectamong the following evidences and make judgements on whether the

performance criterion has been achieved.

Types of evidence Portfolio assessment tools

Written evidence

Oral evidence

Product

Performance

Multiple choice

True or false questions

Matching

Sentence completion

Ticking

Presentation

Score

Yes No

Observation

Learning Outcome 3.3:Perform Handover

Introduction to handover

Handover Techniques

Various handover recipients

The importance of handover

o Brainstorming on the

handover activities

o Group discussion on

handover importance

o Presentation of a handover

o Composition of a handover

report based on case

studies/scenario/situation

- Reference books

- Internet

- picture

- case study

- computer

- Pen

- Flipchart

Resources Learning activities Content

Performance criterion

Systematic reporting day activities

Formative Assessment 3.3

Assessor may collectamong the following evidences and make judgements on whether the

performance criterion has been achieved.

Types of evidence Portfolio assessment tools

Written evidence

Oral evidence

True or false questions

Matching

Sentence completion

Presentation

Checklist Score

Yes No

Observation

Summative Assessment

Integrated situation Resources

Kivu Sun hotel is preparing two groups (20 pax ASARECA and 16 pax

footballers team) for check in and One individual for check out. The

Asareca group will arrive with early morning flight and attend the

conference before they check in at 12pm, and footballers will check-in

Performance criterion

Proper handover to the next colleague on duty

at 3pm. Antoine a front office manager has requested you as a porter

to handle their luggage respectively. You are given 15min to handle the

luggage of the individual person who is checking out, 35 min for

ASARECA group and 50 min for footballers.

Assesment Criterion 1: Quality of Process

Checklist Score

Yes No

Indicator:

The contingency reports are checked

Luggage identification and collection are well done

Luggage tagging is correctly performed

Luggage is carefully transported to the destination

The information is recorded in concierge book

Observation

Assesment Criterion 2: Quality of product

Checklist Score

Yes No

Indicator:

The luggage is delivered to the right owner

The security of the guest luggage is assured

All the luggage are tagged correctly and a copy is given to the guest

The concierge book/system is accurately filled

Assesment Criterion 3: Relevance

Checklist Score

Yes No

Indicator:

The delicacy of guest luggage is considered

The required information on the luggage tag is provided

The luggage is allocated to the right place

No materials are wasted

Observation